Director Markets Operational Client Relationship Manager GCNA Lead

About the Role

Standard Chartered is seeking a Director, Markets Operational Client Relationship Manager - GCNA Lead. This permanent position involves leading the service delivery relationship for Markets clients across the Asia region, with a particular focus on Platinum clients. The role requires managing Markets operations service delivery and enhancing the overall client experience.

Key Responsibilities

• Deliver operational relationship management to Markets clients, understanding their needs and identifying opportunities.
• Build relationships with senior operational contacts at client firms and with internal Global Markets representatives and Coverage Bankers.
• Develop client profiles in collaboration with Global Markets and Coverage Bankers, detailing business workflows, growth areas, initiatives, platforms, and products traded.
• Support Global Markets Sales teams and Coverage Bankers in pitching new products and services and identifying cross-sell opportunities.
• Represent Standard Chartered at industry groups and forums, providing insights to internal stakeholders.
• Oversee staff within the GCNA region, including development, coaching, and performance reviews.
• Understand and articulate Markets Sales and Operations strategies to internal and external stakeholders.
• Provide and develop measures and metrics from client interactions to drive thematic analysis of client needs.
• Collaborate with internal stakeholders to resolve repeat client issues and enhance service delivery.
• Conduct regular service reviews and follow up on enhancements.
• Act as a senior escalation contact for Markets clients regarding market access, post-trade queries, and complaints.
• Ensure timely management of all escalations and maintain up-to-date client profiles.
• Build and enhance relationships with internal stakeholders, fostering trust in post-trade issue management.
• Ensure complaints for own client relationships are logged, tracked, escalated, and closed promptly.
• Maintain knowledge of relevant post-trade areas and support regional People Agenda activities.
• Provide local management and oversight for a group of Markets Operations Client Relationship Managers.

Qualifications and Experience

• Over 10 years of experience in a relevant field.
• Comprehensive understanding of operations from trading through settlement and reconciliations.
• Solid understanding of Markets products and the trade lifecycle.
• Ability to deal with inbound operational queries and escalations effectively.

Key Stakeholders

Internal stakeholders include all Markets Operations functions, Markets Business and Client Solutions, Global Banking Relationship Managers, Markets Sales/Trading/COO, Markets Technology and Production Support Teams, and Legal/Compliance. External stakeholders include Platinum Clients, other Markets Clients, vendors, market infrastructure and service providers (*, AcadiaSoft, TriOptima, Murex), correspondent banks, custodians, consultants, industry bodies, and regulatory agencies.

About Standard Chartered

Standard Chartered is an international bank with over 170 years of history, focused on making a positive difference for clients, communities, and employees. The bank values diversity and inclusion, operating with principles of integrity, continuous improvement, and collaboration. Standard Chartered aims to drive commerce and prosperity through its unique diversity, committed to being "here for good."

Benefits

Standard Chartered offers a competitive salary and benefits package designed to support employee wellbeing. This includes core bank funding for retirement savings, medical and life insurance, and flexible voluntary benefits in some locations. The bank provides generous time-off options, including annual leave, parental/maternity leave (20 weeks), sabbatical (up to 12 months), and volunteering leave (3 days), with a minimum of 30 days for annual and public holidays combined. Flexible working options are available, alongside proactive wellbeing support through platforms like Unmind, development courses, and an Employee Assistance Programme. The bank fosters a continuous learning culture with opportunities for reskilling, upskilling, and access to various learning resources, promoting an inclusive environment where all employees can reach their full potential.